Sr Product Manager - Operations
About The Position
Happen Bank is looking for a Sr Product Manager to shape the future of our Operations and Contact Center platforms. In this role, you'll lead the strategy and delivery of the internal applications that enable our agents to deliver exceptional member experiences while improving operational efficiency, quality, and consistency. You'll partner closely with Engineering, Design, Operations, Risk, Compliance, and business leaders to modernize agent workflows, reduce operational friction, and build scalable platforms that support the future of Happen Bank. Success in this role is measured by the business impact you deliver—from improving agent productivity and service quality to simplifying complex workflows and enabling operational scale.
Requirements
- 8+ years of product management experience; bachelor's degree in a related field; or equivalent work experience
- Experience building or leading internal tools, operational platforms, or contact center technologies
- Proven track record improving operational efficiency, service quality, or customer outcomes through product innovation
- Strong product judgment with experience balancing user needs, business objectives, technical considerations, and regulatory requirements
- Experience leading product discovery, validating opportunities through research and experimentation, and using data to inform decisions
- Demonstrated ability to influence senior stakeholders and drive alignment across complex, cross-functional organizations
- Excellent written and verbal communication skills with the ability to clearly articulate strategy, priorities, and tradeoffs
- You proactively identify opportunities to improve products, processes, and team effectiveness while maintaining a strong focus on measurable outcomes
- You have hands-on experience using AI tools to accelerate your work and improve output quality. You're equally comfortable using them yourself and helping others apply them thoughtfully, recognizing where human judgment and oversight remain essential
Responsibilities
- Help define a compelling product vision and strategy for internal Operations platforms, workflows, and agent tools
- Translate operational pain points and business goals into an outcome driven roadmap grounded in impact
- Prioritize investments using clear success metrics, tradeoffs, and alignment with enterprise operational strategy
- Lead rigorous discovery to understand agent behavior, workflow inefficiencies, system gaps, and operational friction
- Validate solutions using research, prototyping, data, and experimentation
- Ensure every initiative has clear, measurable success criteria tied to operational performance
- Foster a learning driven culture where teams iterate quickly and stop work that is not delivering impact
- Drive delivery of internal tools and platform enhancements that materially improve agent efficiency, service quality, and operational scalability
- Partner with engineering and design to balance speed, technical feasibility, user experience, and long-term platform health
- Use insights from telemetry, qualitative feedback, and operational data to inform ongoing prioritization and continuous improvement
- Ensure internal tools meet regulatory, security, and risk requirements without compromising usability
- Influence decisions across technology, data, operations, risk, compliance, and servicing to ensure alignment and platform scalability
- Communicate roadmap, priorities, progress, and results clearly to senior and executive stakeholders
- Build strong, trust-based partnerships with operations leaders and other cross-functional executives
Benefits
- medical, dental and vision plans for employees and their families
- 401(k) match
- health and wellness programs
- flexible time off policies for salaried employees
- up to 16 weeks paid parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
